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EFI Remote Support Technician in Salem, Oregon

Remote Support Technician

Location USA - Telecommuter

Tracking # 7682

# of Openings 1

Apply Now (https://phe.tbe.taleo.net/phe03/ats/careers/v2/applyRequisition?org=EFI&cws=43&rid=7682)

All of us at EFI™ are relentlessly focused on the growth and success of the print business. That’s why print providers worldwide turn to EFI to help build their brilliant future. Our 2,000+ worldwide team members are passionate about driving our customers’ business growth with a scalable portfolio of products, solutions, services, support, and world-class partnerships for the manufacturing of signage, packaging, textiles, ceramic tiles, building materials, commercial print, and personalized documents with a wide range of printers, inks, digital front ends, and workflow solutions. Our unwavering commitment is to increase their profits, cut costs, improve productivity, and optimize efficiency — job after job, year after year. We’re obsessed with our customers’ success. And we believe we have the right people, technology, and experience to help businesses achieve their goals. Ready to be brilliant, together? Visit efi.com/careers to learn more about career opportunities at EFI.

We are looking for a Wide Format Inkjet Customer Service Engineer (Telecommuting) to support our Inkjet Business unit.

Customer Service Tier 2 is 2 nd level phone support is for all Inkjet printers within the Vutek, Matan & FabriVu families. The Tier 2 team handles the majority of all critical or escalated issues from Tier 1 Remote support for our Valued Customers, Service partners & Field Service Engineers for the Americas. In this role, you will provide specialized solutions to critical support issues while providing an exceptional, proactive customer experience, with a personal approach, maintaining and enhancing the relationship between the CS Team and EFI’s Customers. You may have to delegate a specific set of technical tasks via phone, email or Remote tools as required to provide the most efficient, effective, and timely solution possible. Remote support members are expected to work with customers in identifying operational weaknesses and guide them towards the right solution enabling high customer satisfaction.

Primary responsibilities

  • Resolving customer technical issues

  • Accept escalated calls from Tier 1 and handle open cases in SalesForce in priority sequence

  • Answer direct incoming calls from all Inkjet printer customers, identifying & confirming service eligibility(contract status), open cases in SalesForce, populating case details, and confirming accuracy of data

  • Respond to incoming Support Emails & Web Requests.

  • Provide support to customers via email and telephone using own discretion and experience

  • Work with EFI Field Service Engineers as well as Service partners to help resolve & research issues in the field

  • Order parts as needed

  • Software installation and upgrades

  • Escalate or re-route cases as required after thorough investigation

  • Submit new solutions in EFI’s knowledge base with proper documentation and possible addition to knowledge base

  • Close case, providing all relevant resolution details

  • Work closely with customers to understand, prioritize, and manage outstanding support cases within your queue.

Education and experience requirements

  • Have a minimum 2 year technical degree or equivalent experience in mechanical, digital, and electronic technology

  • Have a minimum 5 years in field engineering positions servicing complex electro-mechanical devices and high demand customer locations

  • Possess customer management skills and a strong commitment to customer satisfaction

  • Can demonstrate ability to troubleshoot electrical and mechanical problems to the component level

  • Have the ability to provide telephone technical support and to effectively communicate (telephone and email) with Product Service Engineers (Hardware and Applications)

  • Possess a working knowledge of RIPS, color theory, a plus. Microsoft Windows and Linux operating systems knowledge preferred.

  • Have a working knowledge of materials and chemicals used in the printing industry

  • Possess in-depth knowledge of personal computers, industrial inkjet printers, large format printers and/or presses and printing applications, highly desirable.

  • Knowledge of high and low voltage wiring, capability of identifying and qualifying single phase as well as three phase power requirements

  • Willing to work in shifts, including weekend & holiday support as required.

  • Confidence in talking directly to client contacts at all levels

  • Excellent organizational and interpersonal skills

  • Excellent English verbal/written communication skills.

  • Ability to clearly document

  • Confident, articulate, and professional speaking

  • Data Entry skills

  • Ability to solve problems in a fast-paced environment

  • Willingness to learn

  • A self-starter – ability to work with minimal guidance in a fast-paced environment

  • Confidence in talking directly to client contacts at all levels

Equal Opportunity & Disability Accessibility Statement

EFI is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination. EEO is the Law: http://www.eeoc.gov/employers/upload/posterscreenreader_optimized.pdf

EFI is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 650-357-2777 or via email attalentacquisition.mailbox@efi.com. EFI will make determinations on such requests for accommodation or assistance on a case-by-case basis.

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